Outstanding service to consumers
In our 305,000 field visits and 2.4 million meter readings conducted this year Madrileña has shown its pursuit of service excellence: real meter-readings and user-provided photographic readings have both risen, and we have achieved high success rates in home service operations. We performed 112,000 home service operations, with a 90% success rate, and 193,000 periodic inspections, with a 94.85% success rate.
MRG has centralized all customer service and complaint handling functions in a dedicated unit in charge of detecting needs and implementing preventive initiatives. Because we operate as an independent distributor, we have no direct contractual relationship with consumers. Therefore we proactively have to find ways to contact with consumers, manage absences and carry out scheduled but overdue visits. These efforts extend to retail suppliers, with whom we are working more closely to manage the wide range of requests involved.
Willingness to invest
Thanks to its focus on performance and transparency, Madrileña has helped bolster the reputation of the natural gas industry in Spain, which has begun to attract foreign investors. MRG plays an active role in the potential development projects emerging within its field of action, and offers new property and industrial developers a range of benefits linked to the use of natural gas for their own projects.
This recognition is reflected in the makeup of the company’s shareholder structure and in the success of our recent corporate debt success in capital markets.
MRG supports the community
Madrileña Red de Gas has set in motion a range of changes designed to raise the service quality we provide to users and enhance the functioning of the system. The changes relate to terminations and shutoffs, reconnections, fraud control, new connections, supplier switches, licenses, natural gas expansion, replacement of more expensive forms of energy, safety and natural gas vehicles, among other topics. Most of these measures are already in place, while the rest will be implemented in the next few months.
Support for Madrid regional government plans
In relation to the subsidized replacement plan for individual boilers, Madrileña processed 9,964 applications and contributed financial support worth €163,000.
As to the subsidized replacement plan for central heating boilers and the industrial market, MRG processed 183 applications and made an economic contribution of €21,197.
Partnerships with community stakeholders
Since April 29 in El Molar and May 25 in Pedrezuela, Madrileña Red de Gas is distributing natural gas to residents of these municipalities in the north of the Madrid region. We have also improved our medium and long-term growth prospects by obtaining local government licenses to distribute natural gas in the municipalities of Los Molinos and Soto del Real.
Madrileña’s commitment to the community has involved the execution of more than 1,000 m of network pipework and 20 connections to supply the municipal centers in Parla, supporting usage in excess of 8 GW (23 centers). At Alcalá de Henares, MRG overhauled eight municipal centers. At Valdemoro, Collado-Villalba and Móstoles, we have plans in place to switch municipal centers to gas supply and conduct feasibility studies for conversion to natural gas of 178 secondary schools.
Highlights include our partnership with Saint Gobain group on a pilot energy efficiency project at public secondary schools, and our cooperation with the Fundación de la Energía for the gasification of industrial estates. The first trials were conducted at Alcalá de Henares, where we have made 218 visits.
Supporting sport and youth communities
Soccer is undisputedly the leading sport in the Madrid region and is the game of choice for our children, who are our future. Madrileña is making a modest but heartfelt contribution by funding a soccer team which now competes with the region’s finest. We are proud to serve the community and help our boys and girls to nurture their team spirit through their committed pursuit of soccer. The 34 teams within the Adarve sports association comprise a total 748 children and young people.